Cable Forum - View Single Post - Have you been charged for premium calls that you didnt make?

marting · 11-02-2009, 23:24

Dear All

This is a common issue with VM at the moment particularly around my area Rossendale. I have been charged £26.90 and after much arguing down the phone (and VM saying i HAD made the call) they sent an engineer out FOC. He came out and said there was a fault with my line (something I was a bit sceptical about as i had no other issues) however this engineer said this wasn't the 1st case he'd dealt with.

I told him i KNEW that as i had found other people in the same area regarding the same premium rate phone company for the same date/time, call duration and amount!!

The engineer said I wouldn't be paying for the call and that this issue would be escalated to the Fraud office. At the moment i need to chase VM as they have FAILED to credit me for this call even though they have now admitted i didn't make the call and have since taken the money out of my account.

The simple fact is VM are more than aware of this issue and do seem to be covering it up in the hope that most people will give up challenging it and just pay for the call. I am less than impressed by VM given the following:

1 - They failed to take my complaint seriously that this was more than a one off issue and needed investigating as a high priority,

2 - Despite completing an online complaint form a week ago I have still failed to receive any correspondance.

3 - Failed to receive any further contact 4 days after the engineer agreed i didn't make the call.

4 - Failing to credit my account for the phone call and taking the money out of my account.

I am seriously going to consider my options once my contract ends!

11-02-2009, 23:24	#86
marting Inactive Join Date: Feb 2009 Posts: 4	Re: Have you been charged for premium calls that you didnt make? Dear All This is a common issue with VM at the moment particularly around my area Rossendale. I have been charged £26.90 and after much arguing down the phone (and VM saying i HAD made the call) they sent an engineer out FOC. He came out and said there was a fault with my line (something I was a bit sceptical about as i had no other issues) however this engineer said this wasn't the 1st case he'd dealt with. I told him i KNEW that as i had found other people in the same area regarding the same premium rate phone company for the same date/time, call duration and amount!! The engineer said I wouldn't be paying for the call and that this issue would be escalated to the Fraud office. At the moment i need to chase VM as they have FAILED to credit me for this call even though they have now admitted i didn't make the call and have since taken the money out of my account. The simple fact is VM are more than aware of this issue and do seem to be covering it up in the hope that most people will give up challenging it and just pay for the call. I am less than impressed by VM given the following: 1 - They failed to take my complaint seriously that this was more than a one off issue and needed investigating as a high priority, 2 - Despite completing an online complaint form a week ago I have still failed to receive any correspondance. 3 - Failed to receive any further contact 4 days after the engineer agreed i didn't make the call. 4 - Failing to credit my account for the phone call and taking the money out of my account. I am seriously going to consider my options once my contract ends!